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Business Profile

Lawn and Garden

Sun Valley Artificial Grass

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Sun Valley Artificial Grass's headquarters and its corporate-owned locations. To view all corporate locations, see

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Sun Valley Artificial Grass has 2 locations, listed below.

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    • Sun Valley Artificial Grass

      1952 Parkton West Dr Barnhart, MO 63012-1239

    • Sun Valley Artificial Grass

      1511 Marble Springs Rd Pevely, MO 63070

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:05/26/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 3/11/2023 we had a project completed by sun valley artificial grass. We explained to them what the area was being used for (puppy area) and they agreed that the astroturf would be secured in a way we would never have a problem with it coming loose. They verbally promised any problems would be resolved by them. After 2 months several areas have become loose due to the astroturf not being properly secured and puppies have caused damage which would have not happened if the project would have been completed properly. The crew were rushing to try and finish before a storm was approaching the area. After contacting the owner he stated it’s not his responsibility. The owner then stated he would pay me to fix the issue since our project as 100 miles from his business. What he offered to pay did not cover the cost of material to fix the project. I stated I would fix this myself for cost of material plus 75/hr labor. I stated I could have this fixed within 3 hours totaling the cost to 280.00. He is now not responding after he agreed upon these terms stating we were being unreasonable. We’ve tried to work with him to resolve this but he has now blamed the employees of his business and our dogs stating he’s not responsible and to no longer contact him. I’ve requested his bond agency and his insurance agency to file a claim and he stated “just fix it”. I will provide photos of his work.

      Business Response

      Date: 06/13/2023

      The company that directly installed this is Turf USA. We secure it with 12 inch spikes and they have a bunch of puppies and they just let the dogs pull the pieces loose.   I told them to drive the spike back down and you will be fine.  It would take him 5 seconds.  I just had major surgery and I cant even drive at all.  I am on medical restriction.  I am the owner and even though I am not the company that directly serviced the customer I went above and beyond to help and even have my sub contractor drive out and fix issue, even though the issues was not directly caused by my company. I cant drive down there to even look it but I did what I could for the customer.  I told them to call Turf USA directly and they would fix it.  They refused to call them. There is nothing else I can do for this customer. 

      Customer Answer

      Date: 06/13/2023

      Complaint: ********

      I am rejecting this response because:

      There were only 2 puppies in this area. I had make repairs with products I had to purchase. The spikes the business used to install were over 8 feet apart leaving edges exposed. The business said he would pay me to do the work. He’s has not paid for material or labor. My preference would have been for him to show up and fix it correctly. The repair required more that a few spikes. This business is quick to take your money but has not followed through with anything. 

      Sincerely,

      *********** ******

    Sun Valley Artificial Grass is NOT a BBB Accredited Business.

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